Examining One-Star Reviews in Orthopaedic Hand Surgeons in Large U.S. Cities

Pub Date : 2024-01-31 DOI:10.1055/s-0044-1779446

Kyle J. Hitchman, A. Anastasio, Anthony N. Baumann, Sarah E. Welch, Kempland C. Walley, Christopher S. Klifto

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Abstract

Introduction Physician-review websites are a commonly used resource by patients when choosing a surgeon. While data exist regarding some surgical specialties, no study has examined negative one-star reviews for orthopaedic-trained hand surgeons. The goal of this study was to investigate one-star reviews regarding orthopaedic-trained hand and upper extremity surgeons in the 10 largest cities in the United States to determine the associated factors behind unsatisfied patients to improve patient care. Methods Patient reviews and narratives of orthopaedic-trained hand surgeons were collected from the 10 largest cities in the United States using Vitals.com. One-star reviews (out of a five-star maximum) with comments were identified and classified as operative or nonoperative. These reviews were further subclassified based on the nature of the comment. Results A total of 830 one-star reviews with 1,662 complaints were included in this study. Of these complaints, 557 (33.5%) were from patients who received operative care and 1,105 (66.5%) were from nonoperative care patients. Nonoperative patient one-star reviews had a significantly higher proportion of complaints related to bedside manners (37.6 to 19.6%, p < 0.001), not enough time spent with the provider (18.1 to 4.5%, p < 0.001), and wait time (13.3 to 3.2%, p < 0.001) as compared with operative patient one-star reviews. Operative patient one-star reviews had a higher proportion of complaints related to disagreement with the physician's decision or plan (15.6 to 10.2%, p = 0.002); uncontrolled pain (14.4 to 7.9%, p < 0.001); and medical staff or institution (17.2 to 12.9%, p = 0.018) as compared with nonoperative patients. Discussion Most one-star reviews regarding orthopaedic-trained hand surgeons referenced nonclinical components—bedside manner was the most common complaint. It was determined that surgical patients were less likely to leave a one-star review; however, if they did, the most common complaint was in reference to a disagreement with the physician's decision or uncontrolled pain postoperatively. Type of Study Outcomes 2c.

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对美国大城市手部矫形外科医生的一星级评价进行研究

导言：医生评论网站是患者选择外科医生时常用的资源。虽然已有一些外科专科的相关数据，但还没有研究对接受过骨科训练的手外科医生的一星负面评价进行过调查。本研究的目的是调查美国十大城市中受过矫形训练的手部和上肢外科医生的一星级评价，以确定不满意患者背后的相关因素，从而改善患者护理。方法通过 Vitals.com，从美国最大的 10 个城市收集患者对接受过矫形训练的手外科医生的评价和叙述。确定了带有评论的一星评论（最高为五星），并将其分为手术和非手术两种。根据评论的性质对这些评论进行进一步分类。结果本研究共纳入了 830 篇一星评论和 1,662 项投诉。在这些投诉中，557 份（33.5%）来自接受手术治疗的患者，1105 份（66.5%）来自非手术治疗患者。与手术患者的一星级评论相比，非手术患者的一星级评论中与床边礼仪（37.6% 到 19.6%，p < 0.001）、与医护人员相处时间不足（18.1% 到 4.5%，p < 0.001）和等待时间（13.3% 到 3.2%，p < 0.001）相关的投诉比例明显更高。与非手术患者相比，手术患者一星级评价中与不同意医生的决定或计划（15.6% 到 10.2%，p = 0.002）、疼痛无法控制（14.4% 到 7.9%，p < 0.001）以及医务人员或医疗机构（17.2% 到 12.9%，p = 0.018）相关的投诉比例较高。讨论大多数关于受过矫形训练的手外科医生的一星级评论都提到了非临床因素--坐姿是最常见的投诉。据调查，手术患者留下一星级评价的可能性较低；但是，如果他们留下了一星级评价，最常见的投诉是不同意医生的决定或术后疼痛无法控制。研究结果类型 2c.

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